Refund policy

When a refund is owed

1. Request never fulfilled after payment. You confirmed the payment on the gateway, we received it, but no top-up was applied to the number you provided.
2. Wrong Etisalat number credited by our mistake. The request said one number and the top-up ended up on another number because of a mistake on our side.
3. Top-up bounced on the operator side. The push went through on our side but the Etisalat network rejected it (blocked number, bar on the SIM, other technical reasons).

What we need from you

Reply to the confirmation email you received when the request was placed, quote the request ID, describe the issue in one or two lines. If it is case 1 above, attach the payment-gateway receipt if you have it. That is enough for the manager to open a refund thread.

How the refund is paid

Refunds are returned to the same instrument that made the payment — same card, same bank account. We do not refund to a different card, a different account, or as store credit. This is a rule of the payment gateway, not of our own choosing.

Timing

We initiate the refund inside 3 working days of the case being opened. Once initiated, the money lands back on the card or bank account inside 5 to 10 working days depending on the issuing bank. AED only, no currency conversion.

When a refund is not owed

• The customer typed a wrong Etisalat number that we then correctly topped up.
• The customer requested an amount that they later decided was too much.
• The customer used the top-up and then asked for the money back.

These cases are addressed case-by-case by writing to support@topupcove.com. The default is that fulfilled top-ups are non-refundable, in line with UAE consumer-protection practice for digital-content transactions.

Disputes

If you feel the reply is not right, escalate in writing to the same email and ask that the request goes to the second-line reviewer. Beyond that, UAE consumer-protection authorities are open to you.

Last reviewed: 2026-07.